Senior Customer Services Manager – Indiana – Championing Onsite Healthcare Support, Team Leadership, Customer Experience Excellence, and Service Operations at brighthush
About brighthush
brighthush is a global pioneer in life‑sciences and medical technology, dedicated to transforming patient care through innovative solutions. With operations spanning more than 70 countries and a vibrant workforce of over 72,000 scientists, clinicians, engineers, and support professionals, we are at the forefront of precision engineering, cutting‑edge research, and uncompromising quality. Our culture thrives on curiosity, collaboration, and a deep respect for diversity of thought, empowering every team member to tackle the most pressing health challenges of our time.
Position Overview
We are seeking a dynamic, results‑oriented Senior Customer Services Manager – Indiana to lead our onsite service operations. In this pivotal role, you will manage a high‑performing team of Customer Service Engineers, ensuring that our customers receive unparalleled support during installation, maintenance, and modification of critical medical equipment. Your leadership will directly influence customer satisfaction, operational efficiency, and the continuous improvement of our service delivery model. You will be the bridge between our customers, our engineering teams, and our business objectives, driving excellence in every interaction.
Why brighthush?
- Impactful Work – Your efforts will directly improve patient care and clinical outcomes worldwide.
- Career Growth – We invest in your professional development through mentorship, training programs, and cross‑functional projects.
- Inclusive Culture – Diversity is at the core of our success; we celebrate individuality and foster a respectful workplace.
- Competitive Compensation – Salary range: $99,930 – $137,401, commensurate with experience.
- Comprehensive Benefits – Medical, dental, vision, 401(k) with company match, life insurance, disability coverage, paid time off, and more.
- Work‑Life Balance – Flexible scheduling, on‑call rotations, and remote work options where appropriate.
Key Responsibilities
As the Senior Customer Services Manager, you will
- Serve as the primary liaison for all customer‑facing operational matters, including troubleshooting, escalations, and status reporting.
- Lead, coach, and develop a team of Customer Service Engineers, managing performance, scheduling, and professional growth.
- Design and implement service schedules that align with customer priorities, business objectives, and team capacity.
- Drive continuous improvement initiatives by monitoring service metrics, identifying gaps, and implementing corrective actions.
- Collaborate with cross‑functional teams—technical support, sales, quality, and regulatory—to resolve complex customer issues and enhance service delivery.
- Ensure compliance with FDA Good Manufacturing Practices (GMPs), company policies, and all relevant regulatory requirements.
- Maintain vendor credentialing and site access for all team members, ensuring adherence to client security protocols.
- Provide timely, professional, and empathetic communication to customers, fostering trust and long‑term relationships.
- Participate in strategic planning sessions to align service operations with brighthush’s growth objectives.
- Represent brighthush at industry events, conferences, and client meetings as needed.
- Analyze service data to forecast demand, optimize resource allocation, and support business planning.
- Develop and maintain key performance indicators (KPIs) for service delivery, and report on trends to senior leadership.
- Champion a culture of safety, quality, and continuous improvement across all service activities.
Essential Qualifications
- Associate degree (A.A. or A.S.) in a related field or equivalent combination of education, training, and experience.
- Minimum of 2–5 years of field service, customer service operations, or leadership experience in a technical environment.
- Proven track record of leading high‑performing teams and managing complex service schedules.
- Strong written and verbal communication skills, with the ability to articulate technical concepts to diverse audiences.
- Demonstrated ability to build and sustain positive relationships with customers, colleagues, and cross‑functional partners.
- Self‑motivated, adaptable, and comfortable working in a fast‑paced, evolving environment.
- Willingness to travel domestically and internationally as required for customer support, training, and business meetings.
- Flexibility to work non‑standard hours, including evenings, weekends, and on‑call shifts, to meet customer needs.
- Strong analytical mindset with a focus on data‑driven decision making.
- Proficiency in Microsoft Office Suite, especially Excel for data analysis and reporting.
Preferred Qualifications
- Experience in the medical technology or life sciences sector.
- Knowledge of FDA regulatory frameworks and GMP compliance.
- Previous experience managing vendor credentialing and site access processes.
- Advanced project management skills and familiarity with continuous improvement methodologies (Lean, Six Sigma).
- Proficiency in CRM and service management software.
- Certification in Project Management (PMP, CAPM) or Lean Six Sigma (Green Belt or higher).
Skills & Competencies
- Leadership & Coaching – Inspire, mentor, and develop team members to reach their full potential.
- Customer‑Centric Mindset – Prioritize customer satisfaction and proactively address concerns.
- Problem‑Solving – Analyze complex issues, develop solutions, and implement corrective actions.
- Strategic Thinking – Align service operations with business goals and market demands.
- Collaboration – Work effectively across departments and with external partners.
- Adaptability – Thrive in a dynamic environment and manage shifting priorities.
- Communication – Convey information clearly and persuasively to all stakeholders.
- Technical Acumen – Understand the fundamentals of medical equipment installation, maintenance, and troubleshooting.
- Data Literacy – Interpret service metrics, generate actionable insights, and present findings to leadership.
Career Growth & Learning Opportunities
At brighthush, we believe that learning is a lifelong journey. As a Customer Services Manager, you will:
- Participate in leadership development programs that sharpen strategic, financial, and operational skills.
- Engage in cross‑functional projects that expose you to new technologies, markets, and business functions.
- Earn certifications in project management, Lean Six Sigma, or technical domains relevant to medical technology.
- Receive mentorship from senior leaders who have a proven track record of success in the industry.
- Explore opportunities to transition into broader roles such as Service Operations Director, Program Manager, or Global Customer Experience Lead.
- Attend industry conferences and workshops to stay ahead of emerging trends and regulatory changes.
- Benefit from a tuition reimbursement program for courses that align with your career path.
Work Environment & Culture
brighthush’s culture is built on the pillars of innovation, collaboration, and respect. You’ll find:
- A supportive, inclusive workplace that values diverse perspectives.
- Open communication channels that encourage idea sharing and feedback.
- Access to cutting‑edge tools and technologies that empower you to deliver world‑class service.
- A commitment to sustainability and ethical practices across all operations.
- Regular team‑building events, wellness programs, and community outreach initiatives.
- Recognition programs that celebrate individual and team achievements.
- Flexible work arrangements, including remote work options and flexible scheduling.
Compensation & Benefits
We offer a competitive salary range of $99,930 – $137,401, based on experience and qualifications. In addition, you will enjoy:
- Comprehensive health coverage (medical, dental, vision) with low employee premiums.
- 401(k) retirement plan with company match up to 6%.
- Life and disability insurance.
- Generous paid time off, including vacation, sick leave, and holidays.
- Flexible work arrangements, including remote work options and flexible scheduling.
- Employee wellness programs, including gym memberships and mental health resources.
- Professional development stipend and tuition reimbursement for relevant courses.
- Employee recognition programs and performance bonuses.
- Access to a global network of peers and experts for knowledge sharing.
How to Apply
If you are ready to lead a high‑impact team, drive operational excellence, and make a real difference in patient care, we encourage you to apply today. Submit your resume and a cover letter outlining your experience and why you’re the ideal fit for this role.